Japanese Customer Service Story – Sakura Tea

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Japan is renowned for its impeccable customer service which has become a standard in almost every industry in the country. Businesses both large and small, are staffed with hospitable and polite employees who try as much as possible to fully satisfy customers with high-quality service.

A recent survey conducted by American Express International revealed that Japanese customer service is one of the best in the world because the customers in Japan have very little tolerance for terrible service. As a result, businesses make it a point to ensure their guests are happy with the service they receive. This unique approach to hospitality is known as “Omotenashi” – Which entails the subjugation of self in service to a guest, without being “servile”.  Piu Banerjee shares her experience of outstanding service in Japan in this story;

I have been living in Japan for over 6 months now and have experienced many “Only in Japan” moments. But this one stands out.

I went to the local supermarket earlier today to shop for certain things for my upcoming trip to India. A friend of mine had requested for “Sakura (Cherry blossom) tea”, so I was searching for it in the store. 
Unable to find it, in vain, I asked a staff there if they have Sakura tea.

Now it’s important to note that I only know very broken and basic Japanese. so sign language works best for me!

I asked him “Sakura ocha o arimasu ka?” (Is there sakura tea)

He asked me to wait a little and started searching for the tea, leaving the work that he was doing earlier. 
When he couldn’t find it, he called another staff, a young female, to his aid. This staff got me a tiny jar with some pink thing inside (which in my expert opinion, didn’t look like tea).

So I asked “Kore wa sakura cha desu ka?” (Is this sakura tea?)
She tried to explain how to use it in Japanese but got only my blank face in response. 
So she tried to use her phone showing me some youtube video or google search results. But as everything was in Japanese and I was feeling guilty of wasting her time and energy, 
I said “Daijobu desu, arigato gozaimasu” (It’s okay, Thank you).

Saying this, I walked away and proceeded with my remaining shopping. After billing, as I was about to walk away with my purchases, This same lady came running towards me. 
She got two printed papers having English translations of how to prepare the sakura tea that she had shown me! the print outs was from some question answer forum. 
She had even cut the important parts of the sheet and glued them together for my ease, everything with a big smile on her face.

I literally stood there staring at her transfixed!!

I could not imagine that after I went away, she searched on google, found English translations of the recipe, taken the print outs of the same, stuck the papers together and ran after me just so she could give it to me before I leave. She spent around 45 minutes of her precious time for my convenience!!
Just so I don’t leave the shop with remorse. 
Just so I could get what I want.

I was extremely touched by her gesture and so, 
I bought two jars of that sakura tea!! 😀

Their incomparable hospitality, sincerity and urge to make things as convenient as possible for others, even if that takes a real toll on them! I left the store with a big smile and an even bigger respect for Japanese people!

There is hardly anyone who wouldn’t go for a repeat experience at anywhere they receive this level of service. As long as the standard of service is consistent, customers wouldn’t even mind paying a little extra for the experience. Read more customer service stories here. 

Kelechi Okeke
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